How to complain

Your opinions count

We aim to provide you with an exceptional level of service, however, there may be an occasion when you feel you have cause for complaint. Should this happen we will do our utmost to deal with your complaint as quickly and efficiently as possible.

We take all complaints seriously and value any feedback which can help us improve the service we provide.

Our complaints procedure explains how we deal with any complaint with a view to ensuring it is handled fairly and efficiently.

Our complaints procedure

  • If you need to make a complaint about any aspect of our service please contact:
    Membership Services Manager
    MDU Services Ltd
    230 Blackfriars Road
    London
    SE1 8PJ

    Telephone 020 7202 1500

  • We will acknowledge receipt of your complaint within 5 days
  • We will send you a full response within 4 weeks of receipt showing the results of the enquiry or explain why the investigation has not been concluded
  • We will send you further updates every 4 weeks until the complaint is fully answered
  • If, after our final response, you are still not satisfied, you can refer your complaint to the Financial Ombudsman Service provided your complaint is insurance related. Full contact details for the Financial Ombudsman Service will be provided when we write to you.

I am responsible for overseeing all complaints to ensure a prompt and proper response. You should contact me by telephone on 020 7202 1528 or by email at bankse@the-mdu.com if, at any time, you feel your complaint is not being dealt with according to our procedures.

Full details of our complaints procedure is available on request.

Elaine Banks
Compliance Officer

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